Customer Experience Support Associate

Title: Customer Experience Support Associate

               

Location: Richland, WA

               

Job Requisition ID: Req-269967

               

Time Type: Full time

               

About Lamb Weston

You’ve probably enjoyed our fries without even knowing it! As a leading manufacturer in our industry, and public Fortune 500 company, we inspire and bring people together with foods they love and trust. Our customer base includes international food service providers, restaurants, and households in over 100 countries around the world.

A highly innovative global corporation with a start-up mindset, we empower every individual to make a genuine difference. You’ll gain access to hands-on training to fuel your growth and success, explore opportunities for new solutions, and you’ll join a winning team of 10,000+ people all dedicated to raising the bar – together.

If you have a strong drive for results, a desire to help us bring the world together through our fries, and are ready for a fresh challenge, we want to hear from you.

Job Description Summary

               

Under the general direction of Consumer Affairs leadership, this position supports Lamb Weston, across multiple departments through effective Consumer Affairs activities. They will provide exemplary service across many communication channels by answering questions, providing requests documents, handling complaints, and troubleshooting problems with our products and services. This person will aim at providing a positive experience for each engagement, while providing an accurate and efficient response.

Job Description

• Professionally and efficiently communicate with Customers, Consumers and the general public in relation to food safety and quality issues, general inquiries, sales leads and marketing campaign activities.
• Effectively document and collaborate with Operations Management, Quality, Food Protection, and Consumer Affairs group resources to investigate root cause to customer issues.
• Communicate investigation results and issue resolution to the Customer/Consumer or Sales directly.
• Enter all inbound contacts into designated database and finalize disposition of the issue.
• Interface at times with third party on insurance claims processing.
• Effectively understand the scale of minor, important and critical complaints and escalate the response and subsequent investigations for resolution to appropriate individuals across all departments at Lamb Weston.
• Assist in design of processes and procedures related to Consumer Affairs
• Perform assigned tasks/duties associated with department processes and procedures.
• Provides technical support to Customer and/or Sales in a timely and effective manner.
• Evaluate effectiveness and assure continuous improvement in assigned areas of responsibility.
• Generate ad-hoc reports on request

Basic & Preferred Qualifications

• Basic knowledge of food safety and quality systems and manufacturing processes, technologies, or other relevant area of responsibility.
• Proficient in using Microsoft Office Suite applications.
• Proficiency with computers, especially CRM software and strong typing skills
• Highly effective verbal and digital communication skills, including professional phone voice
• Social media experience recommended but not required
• High School Diploma or equivalent
• Fluency in Spanish or another language desired but not required
• Sound report writing, interpersonal and communication skills (written and verbal).
• Troubleshooting, data analysis, and investigative skills required.

Industry-Competitive Benefits

Coupled with our compensation and bonus incentive programs, our benefits deliver rewards that are market competitive.  Some of the most attractive elements of our benefit programs include:

• Health Insurance Benefits - Medical, Dental, Vision

• Flexible Spending Accounts for Health and Dependent Care, and Health Reimbursement Accounts

• Well-being programs including companywide events and a wellness incentive program

• Paid Time Off

• Financial Wellness – Industry leading 401(k) plan with generous company contributions, Financial Planning Services, Employee Stock purchase program, and Health Savings Accounts, Life and Accident insurance

• Family-Friendly Employee events

• Employee Assistance Program services – mental health and other concierge type servi